Assistant Reservations Supervisor

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Salary: $45,000.00 Annually

Avanti Destinations is the market leader in long haul independent travel management, working exclusively for travel agents. The Assistant
Reservations Supervisor works with the Reservations Supervisor to ensure their team of sales assets, also known as Travel Consultants, achieve predetermined sales goals as well as maintain Avanti’s quality standards and necessary accuracy levels. They provide support to the Reservations Supervisor to effectively supervise their team with the day-to-day call center operations by assisting with reports, team questions, coaching, and providing appropriate feedback to their team.

The Assistant Reservations Supervisor also works closely with the Reservations Supervisor, Reservations Support Supervisor, and Director of Reservations to ensure the Reservations Department maintains high standards for the company’s continued success.

This Full-Time position is eligible for participation in a comprehensive company benefits & perks program.

Avanti offers low-cost medical and dental coverage, paid-time off, paid holidays, reduced cost Tri-Met passes (benefit eligibility begins at the beginning of the month following 60 days of employment).

• Assist Reservations Supervisor with training, mentoring, and coaching Travel Consultants
• Works with Reservations Supervisor to create and encourage a team-based performance culture
• Acts as primary contact for Travel Consultants and Res Support Specialists on Help Desk, Training Help Desk, and in the Reservations General Chat room via Microsoft Teams
• Gives consistent, regular feedback to increase employee productivity while assisting on Help Desk and Training Help Desk
• Assist with Reservations calls, Requests emails, and web payments as needed
• Utilizes resources efficiently and effectively to accomplish contact center objectives and goals
• Responsible for providing excellent internal and external customer service
• Assists Reservations Supervisor with identifying potential errors and issues. Works with supervisor to then implement plans of improvement using Performance Improvement Plans (PIP) and regular follow up on Training Required (TR) memos
• Assists Reservations Supervisors with responding to phone calls/emails from dissatisfied customers when those calls/emails cannot be handled by a Travel Consultant, regardless of what team the Travel Consultant is on
• Attempt to resolve customer issues/complaints in most cost-effective manner while maintaining customer satisfaction
• Ensures that Avanti’s policies and procedures are followed and reports to Reservations Supervisor when inconsistencies are identified. P articipates where necessary to clarify/amend or create procedural improvement
• Interfaces regularly with other Assistant Supervisors and supervisors inside and outside the Reservations Department regarding Travel Consultant’s performance
• Responds to interdepartmental communication(s) within a timely manner
• Create and analyze statistical reports; look for patterns regarding productivity of Travel Consultants and call center
• Assist with maintenance of Travel Consultant timecards, including but not limited to: hours worked, Attendance, Vacation Leave, Sick Leave, and Absence
• Ensures the Call Center is running by making sure Travel Consultants are taking calls, computers are working, and phone system is working. This includes minor troubleshooting for phone system and computers, as well as general Travel Consultant scheduling.
• In the absence of the Reservation Supervisor, acts as the Reservations Supervisor in their stead
• Other duties as required or assigned

• Possess proven leadership skills to assist with directing employees to meet company goals and established conduct/sales standards
• High-level of professional, effective interpersonal communication skills with all levels of employees, both written and verbal
• Excellent problem solving, complaint resolution, and…